Erica C

About

Driven professional with a background in IT and software engineering. Skilled in full-stack development, Project management, and Technical support. Passionate about merging creativity with technology to solve complex problems. Enthusiastic about architecture, travel, and creating global connections.

Experience

• L1 Software Support Analyst · Construct Education12-01-2022 – 01-01-2023

  Validated and clarified the issue described in the tickets. Ensured what the user is describing is 'real' and not a misunderstanding or a user error. Performed initial Level 1 troubleshooting in an attempt to resolve incidents. Ensured that all requests and incidents are responded to within the time specified. Reviewed relevant knowledge bases and documentation and responded to how-to questions. Fixed end-user issues that are resolvable through the Learning Management System User Interface (UI). Identified which tickets are better suited to a Level 2 Analyst and escalated accordingly.

• Game Developer Intern · Cape Peninsula University of Technology08-01-2022 – 12-01-2022

  Developed a custom 2D Game Engine. Assisted with the design of character sprites and produced a high quality game design documentation. Generated storyboards and game scripts. Animated game characters and environment. Used Godot and Libresprite to implement the game environment allowing users to customize players and improve the game experience.

• Sales Assistant · Yuppiechef.com06-01-2020 – 06-01-2022

  Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices. Discovered and practiced ways to upscale products to customers. Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction. Used a consultative sales approach to understand customer needs and recommend relevant offerings. Collaborated with different teams to evaluate current trends and develop new sales strategies.

• Sales Promoter · Retail Insight01-01-2017 – 01-01-2018

  As a Sales Promoter, likely contributed to increasing product awareness and sales by engaging with potential customers, demonstrating product features, and providing excellent customer service.

• Customer Success Manager · Innovation Group SA02-01-2024 – 04-01-2024
• Technical Support Assistant Manager · Innovation Group SA05-01-2024

Education

• Cape Peninsula University of TechnologyDiploma, ICT IN APPLICATIONS DEVELOPMENT
• ALX SOFTWARE Engineering programSoftware Engineering, Engineering

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